In recent years, many people have come to prefer self-service customer support options over traditional phone support. In response, companies are starting to offer online portals where clients have direct access to their account and can find solutions to problems on their own. Now, even B2B organizations are starting to understand the benefits these portals provide. They offer a level of convenience traditional methods can’t. Furthermore, there are a number of ways client-driven portals can help streamline your in-house support process. They not only put the control in the hands of your clients, they can change the way your team operates. If you’re thinking of implementing an online portal by using B2B customer support software, keep reading. We’re discussing why it’s the right choice for your business.
Give Your Customers Options
Customer service is critical to the ongoing success of your business. One of the primary reasons online portals are so popular is because they give clients another channel through which to solve their issues. In the past, if a customer had a problem, the only way to receive help was via phone. In today’s fast-paced business environment, this isn’t always economical. Online portals, however, allow your clients to find answers when they want and through the channel they most prefer. It’s important to keep in mind portals don’t only allow clients to submit support tickets. They will also have access to a knowledge base and detailed information about your products and services. This translates to a more thorough support experience for your clients.
Provide Information with Ease of Use
Online portals are the best way to pull all your self-service options together in a convenient, user-friendly way. It’s also a tool you can refine over time. This is especially true of your knowledge base. This feature allows clients to find solutions to their problems in the form of searchable content. When your clients can find the information they need, there’s no reason for them to reach out to your reps. After your knowledge base has been in operation for a short period of time, you can evaluate the metrics to see which pages are being utilized and which need to either be removed or edited. Eventually, your knowledge base will become a reliable source for issue resolution your clients turn to first.
Take Stress off Your Support Team
By offering an online portal through your configurable customer service software, you’re killing two birds with one stone. First, you’re improving the customer support experience for your clients. Second, you’re reducing the workload of your support team. By using a portal, your clients can submit and check on the status of open tickets instead of reaching out to your team via phone. They can also find information in your knowledge base allowing them to solve their product issues on their own. This way, your team can concentrate their efforts on resolving and providing high-quality service to clients with more difficult issues.
Add an Online Customer Portal to Your Arsenal
Making the customer support experience as seamless as possible for your clients is one of the best ways to increase retention. With online portals becoming more common, it’s likely your competitors are offering them. Make sure you stay ahead of the curve by putting the control in your clients’ hands.
PhaseWare can help you implement an online client portal with our B2B customer support software. Contact us today to learn more.